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jordan_barker11's profile

New Member

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5 Messages

Thu, May 5, 2022 3:41 PM

AT&T Active Armor App Issues

Hello, on my account I have the AT&T active armor advanced subscription, but when I go to the app, and click on the continue button, it says “Hang tight, we’re setting up your account, this shouldn’t take long.” After about two minutes it says “We’ve hit a snag, the subscriber account isn’t eligible for Wi-Fi VPN service” then returns me to the Home Screen. Please help. I have the latest update on my phone, and the app has the latest update as well. None of this is solving this problem. Thank you

ATTHelp

Community Support

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200.2K Messages

5 m مضت

Hello @jordan_barker11, we understand that you're experiencing errors with your AT&T Active Armor subscription and we want to help. 

 

First, to confirm that you're on the correct wireless plan for this upgraded subscription, let us know your current plan. Be advised, you'll need to be on our Unlimited Elite or Extra plan for advanced security features. 

 

Also, be aware public Wi-Fi protection requires setup; the feature is automatically enabled when your device joins a public (unencrypted) Wi-Fi network unless an alternate VPN service is active. This won't work when using certain video streaming apps or Wi-Fi calling on certain devices. It also, doesn't work while roaming internationally.

 

Feel free to review more options and helpful details regarding our AT&T Active Armor feature. Be sure to reach back out and let us know how this information helped. 

 

Thanks for contacting the AT&T Community.

 

Lynn, AT&T Community Specialist

 

New Member

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5 Messages

5 m مضت

Hi Lynn, I’m currently on the Unlimited Elite plan with the Active Armor Advanced add on. I have wifi calling turned off, as well as no apps open in the background. I have tried on my home Wi-Fi (Fiber 😉) as well as the 5G network and I continue to get the same error message “Subscriber account type is not eligible for secure WI-FI VPN Service” and then brings me back to the start page of the app. Nothing is available to use for me on this app. Please help. 

ATTHelp

Community Support

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200.2K Messages

5 m مضت

Hello, @jordan_barker11 we're happy to help with tips to get your Active Armor Advanced up and running. 

 

First make sure that you have the following requirements in order for the app to function properly. To use AT&T ActiveArmor mobile security, you must have:

  • AT&T Wireless or AT&T PREPAID service
  • iPhone 6 or newer with iOS version 12+ or higher or an Android smartphone with OS 11+ or higher purchased through AT&T
  • HD Voice enabled-  • HD Voice-capable smartphone
Check the App store for updates as well. If the ActiveArmor mobile security app doesn’t update properly from the App Store, try this:
  1. Go to Settings on your device and tap General.
  2. Tap Software Update and make sure you have the latest version. If you don’t, update it now.
  3. Close settings and open the App Store.
  4. Tap Updates, and select Update next to AT&T ActiveArmor mobile security app.
Still can’t update the app? Get help from Apple support
 
Once you’ve accepted the Terms & Conditions, you can access your call features. Just open the app and choose Calls to access your call logs and more.  For complete details visit AT&T Device Support Center
 

AT&T ActiveArmor mobile security's extension uses a VPN service to provide Safe Browsing protection. You may continue receiving this message until you connect to a VPN whether it be ours or a personal one. 

 

If you've chosen to allow VPN configurations and you're still receiving this notification, we have some additional recommendations we'd like you to try:  

  • Delete the AT&T ActiveArmor mobile security app from your device, then download the app again from the App Store to see if this helps with the error. 
  • Don’t forget to uninstall the AT&T Call Protect app.

Try the steps above and let us know if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

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1 Message

4 m مضت

Is active armour the same as call protect?

I installed active armour but it's not showing up in my apps page but does show under the apps list in the settings.

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